Broadcast Technical Supervisor

A dynamic, solution-driven technology leader who has served Confidential in multiple, increasingly responsible technical and team leadership roles over past sixteen years. Currently leads elite technical team which proactively monitors dashboards and provides instantaneous, real-time response to issues involving ESPN's most critical infrastructure. Led teams of up to nine, and managed effectively in a matrix environment. An organizer, an innovator and a pro-active problem solver who understands emerging needs and develops systems and solutions. Highly rated throughout career.

EXPERIENCE

Confidential

Network Operations CenterSupervisor

Directed the efforts of up to ten second and third tier support technical team members. Confidential is a state of the art facility, in which the monitoring of Confidential Production systems, IP networks and critical applications are centralized. It is the nerve center which performs specialized technical development and provides real-time support to Confidential televised programming product worldwide. Provided proactive monitoring/troubleshooting of the broadcast engineering network.Directed the air critical alert process when an event adversely affects an on air product. Made intense, real-time decisions which identify issues as air critical , instantly mobilizing resources across the enterprise. Coordinated technical Confidential Team through all phases of intake, triage, troubleshooting, escalation, communication and closure. Managed incidents or problems regarding broadcast operations, content networks and associated applications through their entire life as they are reported to the Network Operations Center. Produced training videos and accompanying documentation to ensure support consistency across a 24x7 environment. Fostered collaboration and open communication across full-time operations staff and rotational second and third level support team members.

Technical Achievements

• SharePoint Administration Developed and maintained the Confidential SharePoint site for documentation, loaner laptop inventory and also maintained the call portion which included group creation, changes and permissions.
• Active Directory/Exchange Responsible for service requests relating to account creations and Exchange administrative tasks.
• Easy Vista Incident creation, problem ticket creation and reporting for tracking and trending.
• Altiris Symantec Console - Experience reimaging PC's and laptops with Windows builds and responsible for generating daily admin passwords.
• Cisco Call Manager Avaya Taske Manager Experience with both Cisco and Avaya software phone queue managers.
• Transcoding Rhozet, Radiant Grid - Responsible for the monitoring and troubleshooting of media file transfers over IP networks in a distributed farm configuration.
• ITILV3: Problem Management Created and was responsible for the NOC Problem Management process.This encompassed the entire broadcast production operations.Using Easy Vista reporting, incidents in the environment were tracked for any reoccurring incidents that were then submitted to Problem Management for further review and possible intervention by tier III support.
• Quantel ISA Manager Certified Integrated Server Architecture Certified Quantel SQ server administrator.
• Dameware Vision App RDP Experience with remote desktop tools.
• CA Spectrum Splunk Experience creating dashboards and monitoring views.
• Innovation in Training Development Played a significant role in the development, promotion and growth of SupportCenterUniversity, a technical cross-training program which leverages the talents and expertise of Subject Matter Experts SMEs . It began in 2013 for SportsCenter support. Helped to develop curriculum, integrate in advanced technical tools, create a logo, and develop an intranet site.
• Operational Excellence Brought focus, organization and structure to the center's inventory of approximately 50 laptops. These assets were not being fully utilized because of lack of tracking. Developed and implemented a system which tracks the units. A process that used to take a week or more now is performed in 48 hours or less.
• Dashboard Implemented Confidential monitoring on the SupportCenter monitor wall. This proactive initiative has improved real-time monitoring of critical information.
• Collaboration Part of effort which resulted in a monthly production support engineering group which discusses workflows, training and support arrangements. Communication, collaboration and efficiency have increased.
• Survey Created and implemented a Customer Satisfaction Survey based on the Likert scale to plan for performance and value improvements.

Confidential

Data Center Team Leader

Supervised nine Data Center Analysts. Utilized coaching and directing strategies. Delegated tasks to provide the most efficient and effective outcomes. Implemented streamlined communication procedures between shifts. Resolved IT issues by considering priority, severity, and impact on end-users. Operated as liaison between Data Center Analysts, Manager and Associate Director. Led by example and modeled effective communication skills.

Technical Achievements

• UNIX Administration 10 years' experience as a UNIX user.
• BMC Remedy 8 years user experience.
• Oracle 10 years' experience of maintaining Oracle password data bases and doing minor work alongside the certified DBA's.
• Safe Net Managed first-level network security- implementing databases for confirmation of vendors.
• CommVault Galaxy Responsible for the nightly backups using CommVault. Scheduling, job restarts, file restores and tape inventory.
• Citrix Metaframe 1.8 Administration self-study of Citrix 1.8.
• Confidential Teamed with two others to implement a 150-user network with fiber optic and twisted pair cabling, including a file and print server implementation with PDC for local authentication. Ensured network support within all production areas.
• Events Planning Committee Confidential Adventure Scavenger Hunt 2008 OffsiteTown Hall for 350 people 2007 North Campus Move 2007 .

Confidential

DataCenter Analyst

• Managed first-level network security- implementing databases for confirmation of user. Provided phone support for Microsoft Windows and Microsoft Office Suite for remote users. Utilized Linux, UNIX, NCS and Oracle Financials. Retrieved Nielsen Broadcast cable ratings via Web based applications for distribution. Maintained and updated internal web page for Data Center Operations. Generated monthly and quarterly advertising sales billing. Managed disaster recovery procedures and documentation.
• Training Standard Developed a training standard for new employees within the DataCenter Operations.

Technical Summary

• Citrix Metaframe 1.8 Administration UNIX Administration Comptia A Hardware ITIL V3 Foundations Quantel ISA Manager BMC Remedy Easy Vista EMC Symmertix Storage Oracle Problem Management Service Management Splunk Signiant Media Exchange Rhozet Active Directory Dameware Vision App Altiris Symantec Console Cisco Call Manager Avaya Taske Manager CommVault Galaxy Safe Net
• Windows Windows XP CA Spectrum Sharepoint Administration
• Knowledge of network infrastructure components, server equipment, security infrastructure and digital broadcast equipment is imperative. Strong experience with enterprise monitoring products, both off the shelf and freeware, as well network diagramming and documentation software is critical.